Qualtrics Announces Availability of Customer Journey Optimizer
Customer Journey Optimizer combines behaviour, experience and operational data in Qualtrics Experience iD to help teams take action and remove friction across customer journeys, accelerating engagement and revenue and reducing costs
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Qualtrics, the creator of the experience management (XM) category, announced the general availability of Customer Journey Optimizer, a new journey analytics and orchestration solution powered by Qualtrics Experience iD that helps organisations identify key moments and points of friction and prioritise the right actions to improve customer experiences.
Customer Journey Optimizer creates a single omnichannel view of the entire customer journey to outline exactly what stage a customer is in, why and where an experience breakdown is happening, and the impact on the business, such as lost revenue or service cost. Journey analytics capabilities empower teams to drill deeper into the data to see how the issue is impacting different segments of customers and individuals across different channels and use pre-built integrations with existing systems to troubleshoot and orchestrate the best response to help customers reach their desired outcomes.
The future of customer personalisation is powered by experience data and orchestration
Digital transformation and the explosion of e-commerce have permanently changed how organisations across industries interact with their customers. IDC forecasts that by 2026, 40% of total revenue for Global 2000 organisations will be generated by digital products, services, and experiences. Negative customer experiences cost companies an average of 8 per cent of their annual revenue, so it’s critical that they get their frontline interactions right.
“In today’s digital world, a poor customer experience can cost businesses trillions. That’s why it’s so important for businesses to focus on creating a positive and seamless experience for customers across channels,” said Qualtrics President of Product, User Experience and Engineering Brad Anderson. “With Qualtrics Customer Journey Optimizer and Experience iD, businesses can arm customer, marketing and digital teams with the journey analytics and orchestration capabilities they need to help customers achieve their goals and increase spending, loyalty and customer advocacy.”
Qualtrics Frontline Digital solutions bring together experience data, behavioural heuristics and journey optimisation capabilities to empower organisations with the data insights needed to design, visualise, and orchestrate impactful digital experiences.
